Specifications

Workgroup Configuration
AltiContact Manager Administration Manual 16-5
16. Workgroup
Configuration
The Service Level Calculations Options button opens the following
dialog box, which allows you to calculate service level based on total call
service level, answered call service level or your own customized option.
Figure 2. Service Level Calculation dialog box
In the Method Options field, select one of the following:
• TSL (Total Call Service Level) - the service level calculation is:
TSL% = Total WG inbound calls within SLT / Total WG inbound
calls. This is the default option.
• ASL (Answered Service Level) - the service level calculation is:
ASL% = Total WG inbound calls answered within SLT / Total WG
inbound calls.
• Customize - use the checkboxes to enable at least one of the following:
— Answered Call within Service Level
— Abandoned Call within Service Level
— Overflowed/Redirected Call within Service level
divided by at least one of the following:
— Total Answered Call
— Total Abandoned Call
— Total Overflowed/Redirected Call
Workgroup Recording Options
The system administrator can specify the following workgroup call
recording options for a workgroup: